Beyond the Bot: Anonymity, Disclosure, and Connection on a Peer-to-Peer Mental Health Chat Platform

Abstract

The emerging field of digital mental health has seen a significant increase in the investigation of AI-driven chatbots as scalable support resources. Although conversational agents offer accessibility, the therapeutic value of anonymous human-to-human contact as a modality has been relatively unexplored. In this paper, we fill this gap by outlining the design, development, and testing of an anonymous chat platform for mental health support. The primary objective was to investigate whether anonymous peer-to-peer contact could generate a unique sense of safety, community, and self-disclosure distinct from those in face-to-face therapy and AI-driven therapy. Using a user-centred design approach, we conducted initial needs-analysis workshops with potential users and mental health professionals to identify primary functional and safety requirements, including rigorous moderation protocols and crisis intervention pathways. A prototype platform was then developed and tested in a four-week pilot study with participants with mild to moderate depression and anxiety symptoms. Data were collected using pre- and post-study psychological questionnaires, user satisfaction surveys, and thematic analysis of anonymised chat transcripts. The findings indicate that anonymity on the platform significantly reduced barriers to self-disclosure, with users reporting high comfort levels in sharing sensitive information. Thematic analysis indicated that shared lived experience among peers was a significant influence in building a sense of validation of feelings and reduction of loneliness. Compared to baseline, participants had a statistically significant reduction in reported anxiety symptoms. However, challenges in managing user expectations and maintaining consistent, high-quality support were also addressed. This study indicates the potential of anonymous peer support websites as a rich and diverse component of the web-based world of mental health, emphasizing several design requirements to create safe and effective meeting places for human connection.